Coming Of Age For AI In Customer Experience: Servion Bags Stevie Silver Award

Aug 22, 2017

A few years ago, Warner Bros. released ‘Her’, an existential science-fiction movie about a man who develops a special relationship with Samantha – an artificial intelligence-enabled Operating System. As the story progresses, Samantha shows an incredible ability to learn and grow psychologically – and even discusses matters such as love, life, and death. Soon, the OS becomes his sole companion.

By no stretch of the imagination was ‘Her’ the only movie plot centered on artificial intelligence. AI has been central to the sci-fi genre for nearly a century. Epics such as Metropolis, The Day the Earth Stood Still, Blade Runner, Robocop, The Matrix, and Bicentennial Man have even become a part of the mainstream pop culture.

Modern living. Future gazing.

But unlike all these movies, the Oscar-winning ‘Her’ felt real. Samantha seemed like neither an inconceivable gadget from the future nor an algorithm based on data analysis, speech recognition, decision-making systems and language translation. She felt here and now. That is because more than ever before, artificial intelligence is becoming ubiquitous and touches our lives in the way we might not notice. Every time we call on Siri, we are using an AI-powered chatbot.

Other virtual personal assistants like Amazon Alexa / Echo are now part of everyday life as chatbots and intuitive voice services have slowly started taking over small parts of customer services.

According to the Economist, “AI will be actively implemented” in their companies within the next three years, according to 75% of surveyed executives. Another 3% say this is already the case.”

A meeting point between innovation and expectation

With conventional entry barriers vanishing and time-to-market getting shorter every year, even the most established brands are challenged by hyper disruptive business models that are based on re-engineering, disintermediating and process optimization. On the other front, mediocre messaging and stagnating delivery quality are inhibiting them from standing out from the competition.

Look at this data from Gartner for instance:

One of the biggest challenges is delivering enhanced and differentiated customer experience. Technology advancements have created major expectations in the minds of customers, who now want to communicate with businesses the same way as with their social networks. The immediacy of response, seamless interaction between communication channels and round-the-clock availability are now a minimum requirement to stay loyal to brands. This is compelling industry leaders to rethink how to engage with customers and boldly enter service realms such as VR, AR, and holograms.

AI-enabled omni-channel customer experience

Servion has been at the forefront of customer experience innovation for the last 20 years, working with blue-chip companies including many of the world’s largest banks and telecommunication operators. We have traversed the multi-channel world – from voice to email, chat, virtual reality, augmented reality and holograms. Servion has been working with Fortune 500 clients across the globe to help them tap into the power of Artificial intelligence and has produced outstanding benefits such as

Earlier this year, Servion partnered with a leading bank to help them offer a humanlike voice and chat agent that can simulate a live agent – from initiating customer conversations to delivering information and taking actions on their behalf. They also wanted the virtual assistant to detect customer’s emotions, perform transactions, and augment context and personalization while elevating the overall customer experience.

Bagging the Silver Stevie Award

Every year Stevie® Awards recognizes high-achieving organizations and executives for their accomplishments and contributions worldwide. Also called as the “International Stevie”, The Annual International Business Awards (IBA) is one of the most coveted prizes in the business world. The jury hand-picks winners through a rigorous two-month long process based on average scores of more than 200 professionals worldwide.

About Author

Vimal Abraham

Vimal Abraham heads Global Marketing at Servion and is a member of the Forbes Communication Council. He is a photographer, an aspiring triathlete and a blogger when he isn’t networking at marketing forums.

About Servion: Servion enables business transformation for enterprises in the area of Customer Experience Management. Over the last two decades, Servion has evolved from being a single channel expert then to now converting omni-channel touchpoints into customer journeys with over 10 billion customer interactions in 60 countries across 4 continents. Servion's CX experts based in USA, UK, UAE, Singapore, and India deliver measurable outcomes through consulting, advanced technologies and industry-specific IP platforms.